CANCEL, RETURN, EXCHANGE & REFUND POLICY
ORDER CANCELLATION
Orders and pre-orders cannot be canceled online by customers. If you would like to cancel your order, contact our customer support immediately and we will assist with the order cancellation process. By canceling your order, future orders are no longer eligible for the same promotion or discounts.
CANCELLATION BEFORE SHIPMENT
Orders may be fulfilled as quickly as the same day or the next business day. Please contact us immediately and we will assist with the order cancellation process. A cancellation fee will be incurred.
CANCELLATION AFTER SHIPMENT
We cannot cancel your order or stop the shipment once the order is shipped and it will be handled as a return. Please reference below “RETURN & REFUND” section for the details.
CANCELLATION FEES
All orders are processed when you complete the order. During this process we incur irreversible fees and charges. The cancellation fee covers these costs.
DOMESTIC ORDER: A 2.4% + $0.30 processing fee will be incurred.
INTERNATIONAL ORDER: A 3.4% + $0.30 processing fee will be incurred.
INSTALLMENTS/PAYMENT PLAN ORDER: A 5.9% + $0.30 processing fee will be incurred.
EXCHANGE
EXCHANGE DEFECTIVE & DAMAGED ITEMS
Our products have undergone strict quality control and inspection procedures. In the unlikely event that a defect or other problem is discovered at the time of receiving the product, please contact us immediately within fourteen (14) days of delivery. If the product you received is damaged during shipping, contact us immediately for evaluation. Phone communication is required throughout the exchange process.
RETURN & REFUND
Due to the nature of the product, we only accept defective items or unopened packages for returns within fourteen (14) days of delivery. If you would like to return the item, contact our customer support immediately within the return window. Phone communication is required throughout the return and refund process. A cancellation fee will be incurred. If the package is sent back to us by the carrier or customs officials as "unclaimed", "refused", "unable to deliver", "incorrect address or name", "no response after few attempts made to deliver", or "illegal to import", the purchaser is still responsible for any additional return shipping cost and fees, and they will be deducted from the refund amount. A 15% restocking fee and processing fee will be applied to all orders returned in original condition.
INTERNATIONAL RETURNS
International returns may take longer to arrive at our facility in the U.S. and additional charges and fees may apply. If you would like to return the product, please make sure to contact us immediately to discuss the best option to prevent complications with your return.
RETURN SHIPPING
All returns must be shipped via trackable shipping service. We cannot be responsible if we do not receive your returned product. Shipping costs must be prepaid by the customer. If the product is damaged during return shipping, the shipper is responsible for filing an insurance claim against the carrier. We highly recommend insuring your return shipment. Return items will be inspected within seven (7) business days of receipt.
REFUND
We can only issue a refund when the return product is received by us in its original condition. Products returned without arrangements will not be approved for refund. S&H costs, taxes, customs fees, and any additional fees are non-refundable. If you receive free shipping from us the S&H cost will be deducted from the refund amount. Up to a 15% restocking fee and processing fee will be applied for a product approved for refund. If you are approved, your refund will be processed within three (3) business days*. (*Processing time varies by each credit card company/bank and will be reflected in your account or statement accordingly.)
This information is subject to change without notice.
For more information, contact us at: info@holyhydrogen.com